Check in was fine. Stayed for just 10 hours. Looking for a good nights sleep to drive the next day. We paid a little extra and had the suite, room 117. Some time prior to to 5am the room fire alarm went off for a second and woke me up. I was disoriented from sleeping but thought perhaps I dreamt it. A little later I heard the noise again, and I knew I wasn’t imagining it. 5:30am the alarm goes off and won’t shut off. My family wakes up panicked but I calm them and tell them how we are going to exit and that it is going to be ok. Turns out it was only our room alarm, we reported it to the front desk and the woman who was getting breakfast laughed it off and said she will tell maintenance. So as you can imagine, my kids are upset and not going back to sleep, and neither are we. We had a lot of driving in front of us and it just made the day awful. We paid for a good nights sleep which we did not receive. They were also oddly insistent that we sign our receipt upon check out. The girl who checked us in was apologetic but said the general manager would need to call us to make an adjustment to the rate for the inconvenience.
We were very tired and it made the driving we had to do that day miserable.
We waited 5 days and did not receive a call as promised. I called and talked with Cindy the GM who assured me that she didn’t hear the alarm and that she is a light sleeper so it could not be that bad. She also stated that her maintenance man said that we tore the alarm off the wall which is not true. Yes, the cover was taken off. She reported that the device has a broken motherboard which is most likely the cause of the false alarm. She assured me that she would talk to the party who laughed when my husband went to the front desk disheveled to report the alarm.
Another day passes and no call from Cindy again. My husband followed up and she stated that she still needed to touch base with all parties and talk to the owner of the hotel.
The customer service of the general manager is awful and just echos the attitude that we encountered when we reported the issue.
I will update this review if Cindy follows up. It has already been a week so it is obviously not a priority.
We didn’t have a good nights sleep, driving was awful the next day, the kids were freaked out and the staff laughed. I guess it was entertaining to see a family go through this.
We did not stay to eat breakfast.